LegionBet Casino - Player's withdrawal is delayed by verification process.

Complaint Title: LegionBet withholding £23,000 withdrawal – Verification pending since Monday

Detailed Description:

I am filing a formal complaint against LegionBet regarding a withdrawal of £23,000. I won this amount playing with my own deposited funds (no bonuses involved).

On Monday at 8:30 AM, I uploaded a full set of high-quality KYC documents:

Valid Passport.

A selfie holding my Passport.

Photos of the Bank Card used for the deposit.

Proof of Address.

Official Bank Statement in original PDF format (not a screenshot).

Despite providing everything, my account status has remained "Pending" (yellow clock icon) for over 4 days. I have contacted support multiple times, and today I received an email stating that my documents are "under review" and informing me about weekly/monthly limits (£3,000/week, £15,000/month).

I have followed their instructions and submitted a new withdrawal request for £3,000 (within their weekly limit), but the verification process is being intentionally stalled. All my document details match my profile information 100%.

The casino is using delay tactics to avoid paying out a large win. I request that my account be verified immediately and my funds released according to their stated limits.

Evidence held:

Screenshot of the £23,000 balance.

Screenshot showing documents pending since Monday.

Email from support regarding withdrawal limits.

Original PDF bank statement as proof of legitimacy.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Which documents were approved and which were not, to your knowledge? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

I have now requested a smaller withdrawal of £3,000 to check if the issue was related to weekly limits. The remaining £20,012.98 is still in my balance. My selfie with ID and all 17 documents are still pending.

for incase I have all conversations and emails screenshots

I send all documents what they was asking, than one guy frome live chat says its all done. than I got email from support team, and they was asking again send bank statement, wich one I send it multiple times. friday they said its not allowed tham chat with me in live chat. now theyre gonna contact with my via emails. so this morning I send request to withdraw £2800. nobody didn't email for my. all documents still pending. I upload 17 documents most of them was sending few times, because they're was keep asking same documents which ones I already was sendet. Friday they cancel my withdrawal without any explanation. I not playing in that platform, because what I think they're waiting until I gonna play and lose all that money, but that's not gonna happen. so they're have bank statement from Lloyd's bank and Revolut bank. I explain them , Revolut card I using for gambling and when I traveling abroad, so they asked Lloyd's statement, I send it again that statement. I even add for them merged Lloyd's and Revolut statement, now they can easily see how money was transferred from Lloyd's➡️Revolut➡️LegionBet.

I have just sent the requested original Lloyds PDF statement to their support email and provided screenshots showing the documents are uploaded and 'Pending' for over a week. The casino has set a deadline for tomorrow (March 31st), and I have fully complied with their request.

today legionbet blocked my account with all money. before I was adding all bank statements as pdf files, because its was requested. I send gas and electricity bill letter as a proof of address. now they keep saying its not fit for them.

I can't add bank statements, because its pdf files. butt in my Lloyd's and Revolut bank statements clearly displays same address, same bank accounts holder and how money was transfered

hello. so in one email they asking Lloyd's statement as a proof of address and in another one its not fit any more.

Hello tomukas1990,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

thank very much

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear LegionBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello Romi. My name is Tomas. so which information do you need?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi